Title: DMV CSC Manager III-East Henrico Customer Service Center Position # 00551
State Role Title: Prog Admin Manager II
Hiring Range: $88,200.00 - $101,430.00
Pay Band: 5
Agency: Department of Motor Vehicles
Location: EAST HENRICO CSC
Agency Website: www.dmv.virginia.gov
Recruitment Type: Agency Employee Only - A
Job Duties
We are seeking a dynamic and experienced Manager to lead one of our Customer Service Centers located in Covington. This role is responsible for comprehensive operational oversight, resource management, strategic planning, and team leadership. The CSC Manager plays a key role in aligning service center operations with the DMV's mission and performance goals.
Key Responsibilities
Lead daily operations and drive customer service excellence in a DMV CSC.
Manage human resources, finances, facilities, and security for the center.
Supervise and develop a large, diverse staff; oversee hiring, training, and performance management.
Analyze operational data and metrics to identify improvements and ensure compliance with DMV policies.
Ensure quality control in customer transactions, including licensing and vehicle registration.
Resolve escalated customer issues and ensure professional, timely service.
Maintain compliance with all statutory requirements and agency procedures.
Promote a culture of accountability, safety, and continuous improvement.
The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, Virginia, serves approximately 6.2 million licensed drivers and ID card holders with over 8.4 million registered vehicles. In addition, DMV serves many businesses, including dealers, fuel tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations. DMV operates on five fundamental core values: Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT). We don’t just talk about our core values. We live them!
Minimum Qualifications
• Comprehensive knowledge of operational management principles for overseeing multi-functional service centers, including staff supervision, facilities management, and resource allocation.
• Ability to manage and oversee diverse programs and services offered in a DMV Customer Service Center, ensuring accuracy, efficiency, and alignment with operational goals.
• Strong understanding of human resources practices, including recruitment, performance management, employee development, and compliance with labor laws.
• Proficiency in state and federal regulations, DMV policies, and procedures relevant to motor vehicle administration and public safety.
• Demonstrated ability to interpret and apply complex regulations and statutes governing DMV operations and customer service, ensuring compliance and effective service delivery.
• Expertise in financial management, including budgeting, resource allocation, and financial reporting.
• Advanced knowledge of customer service principles for delivering high-quality service in a public sector environment.
• Skilled in leadership and team management, including hiring, training, and performance evaluation.
• Proficiency in DMV-specific software and general office tools, such as Microsoft Office Suite.
• Strong analytical skills to enhance operational performance through data analysis and process improvements.
• Excellent verbal and written communication skills for interaction with internal teams and external stakeholders.
• Effective problem-solving abilities to manage complex customer service situations professionally and efficiently.
• High attention to detail to ensure accuracy in transaction processing, documentation, and compliance.
• Demonstrated ability to adapt to changes in policies, procedures, and technologies within DMV operations.
• Effective time management and ability to prioritize tasks in a dynamic, fast-paced environment.
• Knowledge of emergency preparedness and risk management practices to ensure operational continuity and safety.
Additional Considerations
• Familiarity with advanced operational systems and best practices in public administration or business management.
• Advanced project management skills and change management expertise to support organizational initiatives.
Job-Specific Conditions:
• Security Clearances: A criminal background check is required to ensure the integrity and security of DMV operations. The CSC Manager must handle sensitive information with confidentiality and adhere to DMV security policies.
• Licensing and Certifications: The CSC Manager must be 21 years of age to administer road examinations.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
Selected candidate(s) must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.
All applicants for employment must consent to a background check. Selected candidates must consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.
As a condition of employment, the DMV will be alerted of any convictions for moving violations, including license suspension.
Submission of an online application is required. DMV does not accept applications, resumes, cover letters, etc., in any other format. When applying for jobs, please ensure your online application or resume is complete with duties and skills associated with your work experience and years of experience to properly assess your skills in the screening process. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.
Contact Information
Name: DMV Employment
Phone: 804 367-0528
Email: employment@dmv.virginia.gov
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.
Note Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.
The Commonwealth of Virginia is located in the South Atlantic region of the United States. It was the 10th state to be admitted to the Union on June 25, 1788. Home to approximately 8 million residents, Virginia is the 12th most populous state in the United States. The capital is Richmond, and its most populous city is Virginia Beach.
The narrative history of the Commonwealth of Virginia often begins with the founding of Jamestown in 1607, near what is now modern day Williamsburg, Virginia. Jamestown became the first permanent English settlement in the New World, and the Virginia General Assembly, established on July 30, 1619, is now recognized as the oldest legislative body in the western hemisphere. When Virginia became a royal colony in 1624, the robust tobacco trade that had been developing in Virginia helped establish the American colonies as a powerful economic force. During the American Revolution, Virginia witnessed the final surrender of British forces at Yorktown and later became known as the birthplace of many revolution-era figures and future American presidents, including George Washington and Thomas Jefferson. To date, 8 United States presidents have been born in Virginia, more than in any other state.
The modern government of Virginia is nearly identical in structure to the federal government, and is divided into 3 branches, these being the executive, legislative, and judiciary branches. The Virginia General Assembly is comprised of the 100-member House of Delegates and the 40-member Senate. A governor and lieutenant governor are elected every 4 years. Governors cannot be elected to or serve consecutive terms. Virginia’s judicial system consists of the Supreme Court of Virginia and the Court of Appeals of Virginia, the Circuit Courts, and the lower General District Courts and the Juvenile and Domestic Relations District Courts. Virginia has 13 electoral votes in presidential elections, and possesses 11 seats in the U.S. House of Representatives.
